Service Experience with Sears

[Colonel MacNeal]

I never buy warranties for exactly these reasons. Geez we've probably gone through four DVD players in the last five years.

[Alan H]

All I know is that I am stuck with this washing machine, so it'd be good to make it work...BUT

I am never walking into a Sears store, again, as long as I live. Ever. For ANYTHING.

They sent us a $75 credit card for purchases at Sears. I'm not touching that bluidy thing. I gave it to Joan.

[Tony Miles]

I hate Sears - really hate them - I bought a $1000 washer from them that died within the first couple of weeks and they said it would be a month before someone could come fix it - I didn't let that slide and got on the phone to management and told them to get their A$$ out the next day or I was going to dump that washer on their desk - dude shows up the next day and "fixes" the machine

it breaks 2 weeks later - same story - same scream session - dude comes and fixes in 2 days instead of a month - 1 week later it broke again

This time I told them to get the thing out of my house

try calling the store where you bought it and deal with management

[Jerry]

All I know is that I am stuck with this washing machine, so it'd be good to make it work...BUT

I am never walking into a Sears store, again, as long as I live. Ever. For ANYTHING.

They sent us a $75 credit card for purchases at Sears. I'm not touching that bluidy thing. I gave it to Joan.

Use the card to buy Craftsman tools. They do stand behind that warranty. Unless things have changed, the procedure is to give you a replacement tool,(other than a ratchet) no questions asked.

[Bigkahuna]

Their "Craftsman Tools" are the only thing worth buying. Free replacement if it breaks, ever.

[Coinneach]

Wow. I guess I should just thank my lucky stars. Probably all of the appliances in my house are from Sears. On a number of them we have the extended warranty and it has worked for us when we needed it (for the refrigerator especially...I believe we only needed the regular warranty for the washer and the stove).

Obviously, it is not working for you. You're going through hell having to manage a company into doing what it promised. Repeat customers are what make a company successful. If they can't deliver, they drive customers to their competitors.

Good luck.

[dfmacliam]

There was a time, buying Kenmore was buying quality... Buying from Sears, meant you had something to be proud of.. Something has happened, in the last decade or so, where customer service is not what it once was..

I have seen it with companies I have worked for.. cost cutting, as well as policy changes... trying to hire a quality service tech gets harder and harder... and even when you do, they over book his calls, give him an unrealist service area... schedule one call at point "A" then the next call at point "B" many miles away.. where the guy is running all over town.. and spends more time driving to make fewer calls, than necessary... I can't always fault the tech, but at times they are just as much to blame, as the execs, who are trying to increase profit, at the expense of the customers convenience..

Its a shame, it is not like it used to be, where customer service really meant that...